Human Resource Management – Conflict Dispute Management

Conflict in the workplace is typically viewed as just a way of life. Different people with different goals and needs frequently come into conflict resulting in often intense personal animosity. Given the range of demands, beliefs and personality types that come together, it is inevitable that conflict arises. A US study of conflict in the workplace found that the typical manager spends 25-40% of his or her time dealing with conflict in the workplace. That’s one to two days of every work week. (Washington Business Journal, May 2005 Causes of Workplace Conflict)

Conflict can be very damaging in the workplace environment. However, resolving disputes or conflict when it does arise is not always a straightforward task. The causes of conflict can vary as every situation is unique. A 2008 study of conflict in the Canadian workplace identified the most common causes of workplace conflicts as follows:

Warring egos and personality clashes;

Poor leadership;

Lack of honesty;

Stress;

Clashing values;

Unclear expectations;

Personal issues;

Poor communication; and

Competition for resources.

Managed in the incorrect way, real and legitimate differences between Employees can rapidly rise out of control, resulting in situations where team work and collaboration is seriously eroded, productivity is significantly reduced and valued Employees leave the Organisation. In order to resolve conflict when it does arise, it helps to take an informal positive approach to conflict management where discussion is courteous and non-confrontational in manner, and the focus is on the issues rather than the personalities involved. If this approach is followed, along with willingness from the parties involved to explore possible solutions, conflict can often be resolved effectively.

In instances, where informal means have been exhausted without success or it has been determined that informal means are inappropriate based on the issues under consideration, Employers are strongly encouraged to have an internal formal procedure in place for resolving Employee grievances and complaints. These may include policies and procedure related to the use of Mediation, Grievance, Disciplinary, and the Prevention of Bullying, Harassment and Sexual Harassment in the Workplace.

Consequences of Workplace Conflict

Ignoring conflict when it does exist and hoping that that it will resolve itself is not the most effective or valuable way of problem solving. Conflict seldom resolves itself. Often times, what might be a small issue initially turn into a significant problem if not resolved at an early stage. Where conflicts are not addressed effectively, individuals suffer and can add significant cost to the Organisation.

Some of the consequences of unresolved conflict in the workplace can include:

Increased Employee turnover and loss of key / valued Employees;

Loss of productivity;

Escalation of sick leave absenteeism;

Stress, frustration, and anxiety;

Formal Grievances and external legal action;

Strained and damaged relationships.

Resolving Conflict at Work

Managing conflict at work is a continual challenge for Employers. While conflict is a normal part of the workplace, the challenges lies in how to effectively resolve it.Effective measures for resolving conflict at work include:

Training and equipping managers with the necessary skills and confidence

Having clear Discipline, Grievance and Dispute procedures for dealing with conflict.

Facilitation In many types of group situation, particularly those involving complex discussions or those where people have different views, interpretations and outlook, effective facilitation can be the difference between organisational achievement and failure.

Benefits of Facilitation

Facilitation when carried out well can include numerous benefits including:

Enabling participants to focus specifically on the purpose and process of the meeting in order to reach mutually agreed outcomes.

Reaching decisions in which all participants have had the opportunity to provide their input in a setting where contributions and feedback are encouraged and welcomed.

The creation of value. Levels of team work may be enhanced through a facilitated discussion, enabling greater levels of collaboration and thinking that may provide for much better solutions.

Taking advantage of any fresh ideas or perspectives which the facilitator may bring based on their experience of similar situations from other Organisations.

Well managed meetings use the agreed time available in an effective manner, and may build greater levels of confidence, trust and team spirit following agreed outcomes.

Collectively agreed outcomes also result in greater levels of cohesion and buy-in to agreed decisions.

Mediation

Not all disputes can be resolved cordially. However, many of the disputes that are subsequently decided in a more formal or legal setting might have been resolved if the parties were encouraged or enabled to sit down and listen to each other at an earlier stage. Traditional dispute resolution procedures are inherently adversarial and often further divide the parties with ‘winners’ and ‘losers’ the outcome of the process. Mediation is different because it is about collaboration. Furthermore, it provides an opportunity to resolve a dispute quickly and privately, while being heard without being judged. It allows the parties to a dispute to seek to resolve workplace disputes in a fair, clear and amicable manner.

Mediation is a method of conflict resolution that brings together those in disagreement with an objective third party in order to try and find a solution to the satisfaction of all parties. The mediator doesn’t propose solutions; they don’t make judgments about who is right or wrong and they don’t assess culpability or blame. Instead mediation can act as an effective way of creating safe and compassionate dialogue. In doing so, mediation enables the parties to engage in a more emotionally intelligent conversation which is based not on fault or reprisal, but on understanding, empathy, and positive regard.

Mediation can be an effective way of resolving workplace disputes in instances involving:

Difficulties which arise from change;

Interpersonal conflicts;

Unresolved disputes;

Issues around allegations of discrimination, harassment, bullying;

Differences in working style and perceptions;

Communication breakdown.

Benefits of Mediation

The use of mediation as a method of resolving disputes has many advantages over the more traditional, formal or external legal avenues of conflict resolution: